SlashSupport, Inc.
SlashSupport is dedicated to providing technology companies with the support services they need to succeed in today's competitive marketplace.
Over the seven years that we have been in business – during which time we have worked with some of the biggest and best names in the technology market, we have amassed a treasure trove of technology and customer support expertise.
We offer:
- Advanced technology support for enterprise class technology users. »
- Technical & Customer Support services for consumer class technology providers. »
- Remote System Management Services for IT infrastructure providers & enterprises. »
- Vendor neutral support for organizations adopting Open Source technology. »
We blend highly-qualified professionals and top-of-the-line knowledge resources to deliver a world-class, knowledge-centric support experience to you. Our proven support model eliminates risk from any outsourcing challenge, is guaranteed to meet your needs, is cost-effective and includes a reliable delivery platform.
At SlashSupport, each day our technical support executives:
- Operate 24x7 in OneWorld delivery model.
- Service 35000+ tech support queries from across the globe.
- Handle over 600+ products/devices.
- Use multiple channels of support delivery such as voice, email, chat and remote login.
Headquartered in San Jose, CA, USA, we have our regional program management offices close to client locations. SlashSupport employs a 2750+ member workforce at 7 global support centers in India , USA, Australia and Singapore. We take great pride in the numerous nationalities and cultural diversity that exists in our workforce.
SlashSupport has recently formed a new business unit called SupportMinds to provide technology support directly to consumers. For more details log on to: http://www.supportminds.com/
SlashSupport is a part of the Cybernet Software Systems, Inc (CSS) Group. Read more about CSS Group Companies.
SlashSupport is a privately held corporation. SB Asia Infrastructure Fund (SAIF) Partners is the company’s primary investor.
Vision & Values :
We are committed to being the leading provider of support to technology companies. Toward this goal, we provide all of the following, which are the cornerstones of our business philosophy:
- People that make a difference in the quality of technical support provided.
- Knowledge that comes with years of experience that have been documented to enrich our knowledge base and that of our future customers.
- Assurance to clients that their customer requirements will be addressed satisfactorily and consistently.
Making for a 100% reference customer base
100% Referenceable Customers. That's the challenge we meet at SlashSupport everyday - to keep our delivery to clients consistent and strong, to maintain that 100% mark. Because anything less than that is not good enough.
Every SlashSupport employee is expected to "exceed customer expectations". We believe that our attention to customer needs is key reason why a recent survey showed that our clients are 100% satisfied and will to serve as references.
Here at SlashSupport, we are very passionate about what we do and have an intense drive to innovate and excel. We empower our employees to be process owners and to make the right decisions that are in line with organizational & client objectives.
We are also a firm believer in strong ethical business practices and maintain impeccably high standards. We conduct all business activities in a manner that is lawful and fair and we operate at the highest level of integrity, with our people, our clients, other stakeholders and our communities.
Why SlashSupport :
SlashSupport is NOT a call center/BPO which also does tech support.
We are NOT predominantly a software development company that also does tech support.
What WE ARE is a specialized company that is dedicated to serving technology companies. Providing outsourced technical support and customer service to technology clients is our core competence.
The nuances of a tech support business are so unique and extensive that a development company/BPO can find it very difficult to adjust and succeed. The key reason for their failure being the very high percentage of processes that need to be tailored to suit a tech support engagement.
Specifically in a tech support engagement, what ensures customer satisfaction is "attention to detail" in a number of areas, including everything that exists during the process of a support request call initiation until its closure. This includes unique factors such as Average Call Resolution Time, Percentage of First Call Resolution, Average Speed to Answer Time, Abandon Rate, Escalation % and more.
SlashSupport is 100% technical support focused. Our processes and systems are tuned exclusively to technical support. Our process maturity and technical expertise offers you the following benefits:
Improved productivity through
- On-demand availability of superior skills
- Proven technical support competencies
- Proven process strengths, enabling you to get it right the first time
- Rigorous project & program management (onshore/offshore)
- Quick ramp-up of resources without compromise on quality
- 24x7 delivery.
Reduced risk of delivery through
- Processes tuned to tech support
- Operational excellence as demonstrated in multiple assignments
- Optimized onsite/offshore delivery model
- Customer -centric approach to service delivery
- Availability of re-usable component for recording support experiences
- Satisfying support responses through superior technical skills
- Successful knowledge management strategy avoiding redundancy in effort
- State of the art infrastructure
- Business continuity & preparedness
- Strict compliance with intellectual property, confidentiality and security processes.
Greater business value through
- Achievement of customer satisfaction objectives
- Ensuring cost leadership across operations
- Rapid knowledge transition while reducing risk and time to launch
- Meeting support delivery/SLA objectives
- Considerably lighter burden on client management resources
- Improved profitability
- Knowledge engineering based recommendations. Representing customers voice.